Mauro Chavez
Seguin
Summary
Dynamic Member Service Specialist with a proven track record at Randolph-Brooks Federal Credit Union, excelling in customer engagement and problem-solving. Enhanced member satisfaction through personalized financial guidance and streamlined account management processes. Strong communication skills and attention to detail led to effective resolution of complex issues, fostering trust and loyalty within the community.
Professional Member Service Specialist with comprehensive experience in delivering exceptional member support and service. Adept at handling member inquiries, resolving issues efficiently, and enhancing member satisfaction. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Skilled in communication, problem-solving, and building lasting member relationships, ensuring reliability and trustworthiness.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Service Specialist
Randolph-Brooks Federal Credit Union
02.2022 - Current
- Assisted members with account inquiries and transactions, ensuring high levels of customer satisfaction.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all member interactions and transactions.
- Educated members on credit union products and services, promoting financial literacy and informed decision-making.
- Resolved member complaints by implementing effective solutions, fostering trust and loyalty within the community.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
- Recommended specific products and services in alignment with individual needs, requirements, and specifications.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Streamlined account management processes for increased efficiency and accuracy in handling member accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash vault and maintained adequate cash supply.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
Branch Manager
Credito Real USA
03.2020 - 01.2022
- Managed loan origination process, ensuring compliance with regulations and internal policies.
- Led team in evaluating loan applications, improving approval turnaround time by implementing streamlined processes.
- Mentored junior staff on credit analysis techniques, enhancing overall team effectiveness and accuracy in decision-making.
- Analyzed market trends to identify lending opportunities, driving strategic initiatives for product development.
- Oversaw training programs for new hires, fostering a culture of continuous improvement and operational excellence.
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
- Reduced loan processing time by implementing efficient workflow management systems.
- Ensured compliance with federal regulations by maintaining up-to-date knowledge of lending guidelines and consistently updating company policies.
- Improved loan approval process efficiency by streamlining documentation and application procedures.
- Collaborated with underwriting teams to ensure thorough evaluation of loan applications, resulting in fewer errors and faster approval times.
- Optimized credit decision making processes using data-driven analysis techniques to better assess borrower risk profiles accurately.
- Maximized team productivity through regular training sessions and performance evaluations.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
Education
High School Diploma -
Seguin High School
Seguin, TX05-1997
Skills
- Customer service standards
- Strong empathy
- Customer engagement
- Exceptional communication
- Data entry proficiency
- Account maintenance
- Payment management
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving skills
- Multitasking Abilities
- Reliability
- Computer skills
- Organizational skills
Accomplishments
- Used Microsoft Suite to develop and introduce documented resolutions.
- Collaborated with team in the development of efficiency and accuracy training project.
- Supervised team of 4 staff members.
Certification
- Business Management Training - July 2023
- Technical Management, Credito Real - USA - August 2021
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Member Service Specialist
Randolph-Brooks Federal Credit Union
02.2022 - Current
Branch Manager
Credito Real USA
03.2020 - 01.2022
High School Diploma -
Seguin High School